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Don’t Seek a Queen Strategy

A common mistake among novice chess players is to bring out the queen early in the game. But this often leads to a loss. In our client work, we often see a similar phenomenon in competitive strategy. Executives get lured into bringing out their queen without...

Sometimes the Best Metrics May Be Counterintuitive

There is no shortage of customer experience metrics today: digital data feeds, customer profile data, cross-channel performance, operational data, etc. The trick seems to be in fully understanding and focusing in on the key sets of metrics that really matter to build...

Why Your Customer Service Team Should Be Upselling

Customer service representatives have a tough job. They must represent the face of the company to customers while being internally monitored and measured via a myriad of metrics: first call resolution, call length, and percent of transfers, to name a few. Fortunately,...

Where are You in Measuring the Customer Journey?

Every company now has mechanisms for capturing customer feedback. As the discipline of customer connectedness matures, the real challenge lies in orchestrating these feedback mechanisms across the customer touchpoints and throughout the organization.This post is only...

Why You Need to Measure Both Performance and Impact

If you capture feedback from your customers, odds are that you use some form of a performance scorecard to determine how well your company is doing at delivering a great customer experience. You probably also have competitive and industry benchmarks that you can...

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